2021 Graduate Onboarder null

About Meltwater

Our culture is based on a fundamental belief in people and the potential they possess. Our employees embody the ‘work hard, play hard’ spirit, and we are lucky to have some of the best and most talented people out there. We pride ourselves on taking great people and helping them do extraordinary things in a dynamic, global environment that fosters positivity, entrepreneurship, and teamwork.

With 20 years of experience in the field of online media monitoring, Meltwater is a global leader in media intelligence and social analytics SaaS solutions - helping to bridge the gap between Public Relations, Communications, and Marketing departments with an all-in-one solution powered by AI-driven insights. Through Meltwater's platforms, our clients are well equipped to stay on top of billions of online conversations and extract relevant insights - allowing them to strategically manage their brands and stay ahead of their competition. With 55 offices and 2,000 employees worldwide, Meltwater is a truly global partner to over 30,000 of the world’s most respected brands which rely on Meltwater to help inform their MarCom strategies and decision making.

Role: Client Onboarder, Client Success

The Client Success team focuses on growing and engaging Meltwater’s user base. As an Onboarder, you will ensure all of Meltwater’s key clients have a positive experience within the first 30 days of their subscription. You will take charge of the full onboarding for new clients, and ensure our customers are set up for success. You play a critical role as the first point of contact for new clients who subscribe to Meltwater’s services by driving user adoption, full product implementation and setting proper expectations from the beginning - giving you complete visibility and influence over the start of a client's journey with Meltwater.

What You'll Do:

• Deliver a well-executed and positive client onboarding experience for key clients, in a smooth and timely manner
• Project management of a revolving client base month-on-month, from post-sale, account setup and management, to successful transitions into client success portfolios
• Liaising with Client Acquisition to solidify an understanding of the client’s needs and reason for purchase, to ensure solution-based implementation
• Work closely with Client Success to provide support to clients on all onboarding activities
• Encourage product engagement and adoption through extensive training sessions and resources, fostering enthusiastic and passionate clients
• Establish and nurture trusted relationships with clients within the first 30 days of their subscription, driving the continuous value of our products
• Tracking the health of your accounts, while listening to client feedback and proactively discovering areas of improvement
• Proactively identify issues that may impact customer satisfaction, and engage all available resources for a resolution

Who You Are:

• Currently based in / willing to relocate to Melbourne or Sydney
• Hold full, unrestricted working rights in Australia (working holiday visa is not accepted)
• Attained Bachelor’s degree (in any specialization)
• Entry-level / have 1 - 3 years of relevant experience in client servicing / client-facing roles, ideally in customer support, onboarding, implementation, account management, or project management
• Derive great enjoyment being in client servicing roles with a naturally strong customer focus
• Passionate about building relationships, along with excellent interpersonal skills
• Dealt with complex or escalated customer situations and able to navigate large organizations and gain executive-level buy-in
• Strong empathy for customers, plus a passion for influencing customer revenue and growth
• Ability to adapt to a fast-paced environment and to adopt a solution-oriented approach in client management
• Interest in tech/media intelligence and a regular consumer of the news/media

What We Offer:

• Competitive remuneration package, with monthly/quarterly bonuses!
• Fast career progression & empowerment in your role
• Flat hierarchy with diverse, high-performance & collaborative teams
• Global presence & a uniquely Meltwater culture like no other
• Both flexible work arrangements & vibrant offices with well-stocked pantries
• Generous vacation leave & work-life balance

Meltwater welcomes applications from Aboriginal and Torres Strait Islander people, people from diverse cultural backgrounds, people with disabilities, refugee status and members of the LGBTQIA+ community.